How Problem Solving Can Enhance Your Suggestive Selling Strategy

It’s one of the easiest and quickest ways to boost revenue––and as consumers, we’re exposed to it all the time. Whether it’s a two-for-one deal on candy bars or a reminder to grab a pack of filters when picking up coffee beans, suggestive selling has helped retailers fill shopping bags for … [Read more...]

Customer Experience Insights February 2014

For the sixth installment of our monthly Customer Experience recap, the ICC/Decision Services Team would like to share with our blog readership a few of this month’s interesting developments in the field of Customer Experience. As always, please feel free to reach out to us via Twitter (@ICCDSLive) … [Read more...]

Customer Service Versus Customer Experience: Get The Basics

Whether it’s a customer or a colleague, we’ve all encountered confusion when it comes to separating customer service from customer experience. While we’ve broken down specific parts of what makes up the overall shopping experience in the past, it may be helpful to get back to the fundamentals of … [Read more...]

How To Preserve Customer Loyalty As Retail Brands Fade

Think about how you shop today versus how you think you might have shopped thirty years ago. If you were shopping for a new TV, for instance, does it matter at all that your last TV was a Panasonic? Does the trust you’ve put in that brand to make great products outweigh the effort it takes to … [Read more...]

Big Data 101: How To Get In On This Year’s Biggest Trends

You hear it referred to just about everyday, but in today’s highly connected retail environment, what does “big data” mean anymore? More importantly, how do you go about capturing and using it to improve your service? There’s a ton of articles floating around about how important it is to pay … [Read more...]

3 Ways To Take Advantage Of In-Store Impulse Buys Today

It’s a question you’ve probably been wondering about: Which is the better place to focus on impulse buyers––online or offline stores? The answer isn’t completely black and white, but new research from A.T. Kearney shows customers are admitting to making more unplanned purchases in physical stores … [Read more...]

Webrooming 101: What Every Retailer Needs To Know in 2014

If you’ve been skimming retail news headlines the past few months, you’ve probably seen “webrooming” pop up a few times. If you tried digging deeper and were left scratching your head at exactly what it is or why it’s important, here’s your introduction. Remember showrooming? If not, look back at … [Read more...]

CVS Returns To Core Values With Bold New Move

“Happiness is when what you think, what you say, and what you do are in harmony.” Mahatma Gandhi’s words ring especially true when considering the recent news of CVS’s announcement to end the sale of tobacco products in an effort to better reflect their mission as a healthcare purveyor. The first … [Read more...]

3 Suggestive Selling Mistakes And How To Fix Them

Frustrated with a suggestive selling strategy that can’t seem to move the needle like you thought it would? If you’re convinced your customers aren’t interested in the value of a helpful recommendation, don’t throw in the towel––the problem may be much more subtle than you think. We’ve covered … [Read more...]